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Jira Service Desk Review: "Easy to use for both end users and agents"
https://www.trustradius.com/it-service-management-itsmJira Service DeskUnspecified7.9239101
Jestin Sebastian profile photo
January 22, 2018

Jira Service Desk Review: "Easy to use for both end users and agents"

Score 8 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with JIRA Service Desk

Our intake team would not be able to survive without JIRA Service Desk. We direct all employees to the platform with any technical issue they have, and it keeps all of the requests organized and streamlined. We really like the collaboration functionality since we often have multiple people working on the same ticket, and being able to upload files and screenshots of the user experience makes working through the requisitions a million times more efficient.
  • It's very easy to use and learn
  • Very good integration with JIRA
  • Flexibility for different customer use cases
  • Avoiding the nightmare of shared email inboxes
  • The customer portal needs more branding and customization options
  • Hard to write one's own add-ons
  • The reporting could be better
  • Cost
  • SLA Triggers are difficult to understand
  • We can't personalize.
  • Restrictions on what customers can do.
Decent out-of-the-box functionality compared to others
Easy communication with the customer. Workflows to track the status of Issues. Automation tools are powerful

Jira Service Desk Feature Ratings

Organize and prioritize service tickets
9
Self-service tools
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
10
Change requests repository
8
Service-level management
9